FAQs
Personalised items are made to order. Please send clear, high-resolution images for the best print results.
Shop NowPersonalised items are made to order. Please send clear, high-resolution images for the best print results.
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Packed with care, delivered to you
Every order from The Special Gift Shop is carefully packed and posted with care. We aim to keep postage simple, fair and reliable for all UK customers.
We aim to dispatch orders within 1–2 working days.
Sent using Royal Mail 2nd Class to help keep costs down.
Sent using Royal Mail Tracked 48 where suitable.
We aim to dispatch orders within 1–2 working days. During busy periods, bank holidays or seasonal rushes, dispatch times may take slightly longer.
Smaller, lighter items are sent using Royal Mail 2nd Class to help keep postage costs affordable.
Mugs, larger products and heavier items are sent using Royal Mail Tracked 48.
Orders sent with Royal Mail Tracked 48 include tracking details, so you can follow your parcel once it has been dispatched.
Every order is carefully packaged to help it arrive safely and in the best possible condition. We take extra care with personalised, printed and gift items.
Simple, fair and handled with care
We want you to be happy with your order from The Special Gift Shop. If something is wrong with your item, please contact us as soon as possible so we can help put things right.
If you have an issue with your order, please contact us with your order number, a short explanation of the problem and clear photos where needed. This helps us review the issue quickly and fairly.
Many of our products are custom printed, personalised or made to order. Because these items are created specially for you, they cannot usually be returned or refunded simply because you have changed your mind.
If your item arrives damaged, faulty, incorrect or not as described, please contact us as soon as possible. We may offer a replacement, correction or refund depending on the issue.
Please do not send items back without contacting us first. If a return is agreed, items should be returned unused, in suitable packaging and with your order details included.
We take care with every order and want your experience to be a positive one. If something has gone wrong, please message us with the details and we will do our best to resolve it fairly.
Please read before ordering
Please read our policies before ordering to ensure a smooth experience. These details explain our delivery, personalisation, cancellation, refund, replacement and privacy information.
🚚 Dispatch: Orders are usually dispatched within 2 working days, often the same day Monday to Friday. During busy periods, dispatch times may vary, so please check individual listings for up-to-date information.
📦 Large items: Large items are sent via Royal Mail 48 Tracked for secure and trackable delivery.
📮 Smaller items: Smaller items are posted using Royal Mail 2nd Class Post.
🛡️ Fragile items: All fragile items such as mugs are packaged in smash-proof boxes for maximum protection.
⏳ Royal Mail delays: Once parcels are handed to Royal Mail, delivery times and delays are outside our control. Please order in advance if needed for a specific date.
📬 Delivery address: Customers must ensure their delivery address is correct. We cannot refund or replace orders delivered to an incorrectly provided address.
🎨 Colours: Colours may vary slightly from listing photos due to screen differences.
🖊️ Personalised items: Personalised items cannot be returned, exchanged or refunded unless faulty or incorrect due to our error.
✔️ Please check carefully: Please double-check all personalisation details, as items are printed exactly as you provide them.
⏱️ Non-personalised orders: Non-personalised orders can be cancelled within 1 hour if work has not begun.
🔒 Personalised orders: Personalised or custom orders cannot be cancelled once personalisation details have been submitted or production has started.
📦 Dispatched orders: Orders that have already been dispatched cannot be cancelled.
📸 Report damage quickly: Any damage must be reported within 24 hours of the tracking showing the item as delivered, with clear photos of the item, packaging and damage.
♻️ Replacements or refunds: Replacements or refunds are provided only for items damaged in transit or items that arrive faulty. General wear and tear after use is not covered.
✔️ Available when: Refunds or replacements are available for items that arrive damaged, faulty or incorrect due to our mistake.
❌ Not available for: Refunds or replacements are not available for low-quality images supplied by the customer, incorrect addresses entered at checkout, change of mind after production has begun, or damage caused after use.
🖼️ Supplied images: We print images exactly as they are provided, without editing or enhancement unless requested.
🔍 Image quality: Customers are responsible for ensuring images are clear, bright and high-resolution.
📝 Permission: By submitting an image, you confirm you have permission to use it and accept responsibility for its quality and content.
💬 Unsure? If you’re unsure about your image quality, message us and we’ll be happy to check it before you order.
🔐 Order information: We receive only the information required to fulfil your order, such as your name, address and personalisation details.
📦 How we use it: Your information is used solely for processing and dispatching your order, responding to messages and complying with Etsy’s policies and UK law.
🛑 No selling data: We never sell or share your data for marketing.
🗄️ Retention: Order information may be kept for up to 6 years for tax and accounting purposes. Personalisation files are kept only as long as needed to complete your order.
🔍 Your rights: You may request access, correction or deletion of your data at any time by contacting us through Etsy messages.
Personalised gifts made with care
Welcome to TheSpecialGiftShopUK — your home for personalised gifts made with care, creativity and attention to detail.
We are a family-run business based in Barnsley, South Yorkshire, creating thoughtful personalised gifts for customers across the UK. Every order means a lot to us, and we treat each one with the care and attention it deserves.
We specialise in crafting unique, custom-made items that bring smiles, spark memories and make every occasion that little bit more meaningful. From personalised keepsakes to bespoke décor and thoughtful gifts, our products are designed to feel special.
Many of our items are handmade, printed or finished by us with care. We take pride in our work and always aim to create products that look beautiful, feel personal and arrive ready to be enjoyed or gifted.
Whether we are printing a mug, creating a keepsake or preparing a custom order, we focus on the small details that make a big difference. We want every customer to feel confident that their order has been made properly and carefully.
We believe gifts should feel personal, thoughtful and memorable. A personalised item can celebrate a special moment, remember someone important, raise a smile or become a keepsake that is treasured for years. That is why we put genuine care into every product we make.